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Question 7 - ITIL-DSV discussion

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An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.

Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

A.
Availability of the helpline during agreed hours
Answers
A.
Availability of the helpline during agreed hours
B.
Number of customer queries processed correctly
Answers
B.
Number of customer queries processed correctly
C.
Number of calls processed concurrently
Answers
C.
Number of calls processed concurrently
D.
Customer satisfaction with the helpline
Answers
D.
Customer satisfaction with the helpline
Suggested answer: D

Explanation:

The best example of an experience metric that can be included in the SLA is 'Customer satisfaction with the helpline.' ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service. Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.

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asked 18/09/2024
Stefan Finke
41 questions
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